Sales Customer Service Representative (WFH | Thurs to Mon | UK shift)

The Sales Customer Service Representative is a vital member of the front-line team responsible for handling inbound and outbound enquiries across phone and email for the client’s range of insurance products. This role is key to delivering exceptional service, managing multi-product enquiries, and guiding prospective clients through the end-to-end sales process. The ideal candidate will possess a confident sales mindset, exceptional communication skills, and the ability to handle complex queries across multiple insurance offerings, while triaging and directing queries to relevant internal teams when needed.

Key Responsibilities:

• Respond to inbound enquiries across phone and email, ensuring all customers receive timely, professional assistance.
• Triage queries, identify next steps, and direct enquiries to appropriate internal teams as required.
• Confidently explain product features, benefits, inclusions, exclusions, pricing and other insurance products.
• Qualify prospects by asking targeted questions and guiding them through the sales process from enquiry to policy confirmation.
• Manage outbound follow-ups to convert warm leads and incomplete applications into active sales.
• Ensure all customer interactions, updates, and policy details are logged accurately within CRM systems.
• Handle post-sale enquiries, including activation, document delivery, and basic amendment requests.
• Monitor recurring themes in customer queries to improve support documentation and reduce friction.
• Collaborate with team members to maintain a high standard of service delivery and sales performance.
• Other position-level duties as instructed during quieter periods of the shift.

Requirements

• 3–5+ years of experience in a sales-driven customer service or inbound/outbound sales role, ideally within the insurance or financial services industry.
• Demonstrated ability to close sales and guide prospects confidently through the application journey.
• Exceptional verbal and written communication skills; friendly, confident, and clear when interacting with customers.
• Proven ability to handle multiple product lines and provide tailored recommendations to diverse enquiries.
• Strong attention to detail in data input, record keeping, and compliance processes.
• Familiarity with CRM platforms and multichannel communication tools (phone/email).
• Professional under pressure, able to prioritise, multitask, and handle escalations with care.
• Sales-focused mindset with a genuine commitment to customer care and satisfaction.

Benefits

Why Join Twoconnect?

We offer more than just a job — we offer a supportive and rewarding career experience. Here’s what you can expect from this opportunity:

• Work from home
• Shift (BST/GMT):
• Mon, Thurs and Fri: 6:00 PM – 3:00 AM PHT
• Sat, Sun: 4:00 PM – 1:00 AM PHT
• Adjustments will be made for UK daylight saving time
• HMO with 1 free dependent and other medical reimbursements
• 20 annual leaves + 1 birthday leave
• Work from home allowances
• Government-mandated benefits
• Opportunities to work with leading companies in Australia and beyond
• Training programmes for career development
• Engaging company outings, team activities and wellness sessions
• Supportive, inclusive culture
• Dedicated managers focused on your growth and success

We’re not your typical BPO — we’re a Managed Service Provider (MSP) centered on people and their success. Get the chance to work directly with leading clients in Australia, New Zealand, and now the UK as part of their team.

We offer a people-first culture where you're valued, not just counted.

To learn more about us visit our socials:

• Website: https://twoconnect.com.au/
• Careers: https://apply.workable.com/twoconnect-careers/
• LinkedIn: https://linkedin.com/company/twoconnectau
• Facebook: https://www.facebook.com/2woconnect/
• Instagram: https://www.instagram.com/twoconnect_/